" Buyers will Object when they think you are D.U.M.B. ...

which means that a sales person ________________"

Doesn't

Understand

My

Busienss

What is the Goal for a Salescall? 

1) BUILD RELATIONSHIPS 
 

2) and SELL VALUE 

What are the 3 WAYS to show

PROPER ATTITUDE?

1. Answering SINCERELY 
    
2. REFRAIN from ARGUING/Contradicting
    
3. WELCOMING OBJECTIONS

The true meaning of an Objection

What is an OBJECTION?

an OPPORTUNITY TO SELL 

What 3 ROLES does a SALESPERSON ASSUMES?

1. HELPER
    
2. COUNSELOR 
    
3. ADVISER 

OBJECTIONS PRESENT........

SALES OPPORTUNITIES!

what are the 4 TIMES that a

BUYER RAISES OBJECTIONS?

1. setting up INITIAL APPOINTMENT 
• Most COMMON when products/services/concepts are UNFAMILIAR TO BUYER
  
  
2. the PRESENTATION 
• SHOWS prospect's INTEREST 
  
  
3.  attempting to OBTAIN COMMITTMENT 
• may REVEAL a POOR JOB prior to this point 
  
  
4. AFTER SALE  
• CAREFULLY RESPOND! 

what are 5 COMMON OBJECTIONS to sale?

1. Obj. related to NEEDS 
   
   - "I do not need product"  - "I've never done it that way b4."
   - PIONEER SELLING: selling a NEW and DIFFERENT PRODUCT/SERVICE/IDEA 
    
2. Obj. related to PRODUCT
   
      - "Didn't like product." " I don't understand" " I Need more info"
    
3. Obj. related to SOURCE
   
   - "Don't like your company" - 
   - "Don't Like You" - TURNOVER (TO) :means the ACCOUNT is GIVEN to DIFFERENT SALESPERSON  - usually b/c of gender, racial, or other prejudices 
    
4. Obj. related to PRICE
   
   - "No $"  "Value does not exceed cost" 
    
5. Obj. related to TIME 
   
   - "Not today." "Need to think"  

Responding to Objections

5 BEHAVIORS of

SUCCESSFUL SALESPEOPLE 

1. ANTICIPATE OBJECTIONS & PREPARE helpful RESPONSES 
   
   
2. ADDRESS known PROBLEMS BEFORE PROSPECT does -don't mention what they already know are issues
   
   
3.  RELAX & LISTEN and NEVER INTERRUPT buyer
   
   
4. MAKE SURE OBJECTION is NOT just an EXCUSE
   
   
5. ALWAYS TELL TRUTH 

What are the 7 METHODS for

RESPONDING to OBJECTIONS

If buyer makes STATEMENT that is FACTUALLY NOT TRUE:

• DIRECT DENIAL
   
• INDIRECT DENIAL    
   

If buyer RAISES VALID CONCERN or OFFERS OPINION:

• COMPENSATION
  
  
• REFERRAL 
  
  
• REVISIT
  
  
• ACKNOWLEDGE
  
  
• POSTPONE 

IMAGE 

COMMON METHODS FOR RESPONDING TO OBJECTIONS

NOT QUESTION

Effective Response Methods

Why is there NOT a PERFECT METHOD?

• NO PERFECT METHOD exists for ANSWERING ALL OBJECTIVES completely 
  
  
• in some instances: spending a lot of time trying to convince prospect may not be wise 
   
• some prospects, NO MATTER WHAT YOU DO will NEVER BELIEVE their OBJECTIONS have been adequately ADDRESSED.  

Effective Response Methods 

the PROBING METHOD 

What 3 THINGS happen WHEN salemen BLUNDERS OCCUR?

• can be VERBAL OR NONVERBAL
• HELPS prospect CLARIFY CONCERNS and to fully understand objection

Salesmen:

1. DO NOT UNDERSTAND question
   
   
2. answers WRONG QUESTION
    
3. FAILS to fully ANSWER OBJECTION

Effective Response Methods

DIRECT DENIAL

• salesperson makes STRONG STATEMENT to INDICATE the ERROR prospect has MADE 
  
  
• only APPROPRIATE when objection is blatently INACCURATE
  
  
• NEVER BE USED if prospect is stating OPIONION 

DIRECT DENIAL mainly occurs when false statement is made by salesperson

Effective Response Methods

INDIRECT DENIAL

• salesperson DENIES OBJECTION BUT SOFTENS RESPONSE
  
  
• Important features: 
  salesperson must RECOGNIZE POSITION of CUSTOMER who MAKES OBJECTION and continue to bring evidence  
   
• By agreeing that Objection is an IMPORTANT ONE
  
• Should NEVER be USED if prospect has RAISED VALID POINT or is EXPRESSING OPPINION

Effective Response Method

COMPENSATION METHOD

• when objections are made, buyers may OBJECT b/c the salesperson's PRODUCT is LESS than PERFECT
  
  
• BUT then salesmen    ACKNOWLEDGE OBJECTIONS & then SHOW any compensation ADVANTAGES.  
  
  
• used when PROSEPECT tries to PUT OFF CLOSING the sale

A low score in one attribute can be balanced out by a high score in another

Also refered to as the:
SUPERIOR BENEFIT METHOD b/c the BENEFIT of ONE ATTRIBUTE OVERCOMES CONCERN about LESS IMPORTANT attribute. 
 

- most appropriate for analytical prospects 

Effective Response Methods

REFERRAL METHOD

FEEL - FELT - FOUND
 

METHOD

when BUYERS OBJECTIONS REFELECT their own ATTITUDES/OPIONIONS ... SALESPERSON SHOWS how OTHERS HELD SIMILAR VIEWS prior to trying product/service

Effective Response Methods

REVISIT METHOD/
 

BOOMERANG METHOD 

• salesperson TURNS OBJECTION into a REASON FOR BUYING
• BOOMERANG METHOD 
   
• works with most personality types
   
• Used in many situations:
• making APPOINTMENT, 
• during PRESENTATION, 
• when attempting to SECURE COMMITMENT
• POSTSALE
   
• Can be deemed as PUSHY  - 
  
  
• works best with DRIVER PROSPECTS  

Effective Response Methods

TWO STEPS in ACKNOWLEDGE METHOD

aka

PASS-UP METHOD

1. buyer VOICES OPINIONS/CONCERNS to VENT frustration
    
2. Salesperson LISTENS, ACKNOWLEDGES, PAUSES & MOVES TO OTHER TOPIC
   
   

NOT BE USED: if OBJECTION is FACTUALLY FALSE 

Effective Response Methods 

2 STEPS in POSTPONE METHOD  

IMAGE OF EXAMPLE OF OBJECTION "LOW QUALITY" AND

EFFECTIVE RESPONSE METHODS

not question

What are 4 TIPS for HANDILING OBJECTIONS

when selling to a GROUP

1. seller should try to GET a SENSE of whether OTHER BUYERS SHARE CONCERN 
   
   
2. THROW CONCERN back to GROUP 
   
   
3. RESPONSES should be DIRECTED to ALL BUYERS,
         - not just the one who asked Question
   
4. Make sure ALL BUYERS are SATISFIED with ANSWER  

5 TIPS when faced with a PRICE OBJECTION

most frequently mentioned obstacle 

1. DONT LOWER price as FIRST RESPONSE
   
   
2. use UP-TO-DATE INFO
   
   
3. ESTABLISH VALUE
   
   
4. use COMMUNICATION TOOLS effectively  

3 TIPS for dealing with

TOUGH CUSTOMERS

1. seller maintain POSITIVE ATTITUDE - no matter what
   
   
2. sometimes POINT OUT prospect's RUDENESS
   
   
3. buyers CULTURE often DICTATES their RESPONSE to a seller 

define: 

OBJECTION

a CONCERN/QUESTION RAISED by the BUYER

- can be classified as UNSATISFIED NEEDS or EXCUSES

EXCUSES: concerns expressed by the buyer that mask their true objections

objections

"The greatest EVIDENCE of SINCERITY
 

comes FROM  _________  ________"

SALESPERSON'S ACTIONS

what are the 5 BEHAVIORS of SUCCESSFUL SALESPEOPLE

1. ANTICIPATE OBJECTIONS
   
   
2. FORESTALL KNOWN CONCERNS 
   
       - FORESTALL: to PREVENT by DOING something AHEAD of TIME
   
   
3. RELAX + LISTEN - don't interrupt
   
   
4. EVALUATE OBJECTIONS
   
   
5. ALWAYS TELL TRUTH  

Relax and Listen - Don't Interrupt 

"He that answereth a matter before he heareth it, it

is:_______________________________________"

"...it is FOLLY and SHAME UNTO HIM" 

Effective Response Methods

FRIENDLY SILENT QUESTIONING STARE (FSQS)

to ENCOURAGE BUYERS to ELABORATE or explain

MORE FULLY what their CONCERNS are

Objections when selling to a group of buyers

The Price Objection

What % of Buyers are thought to BUY purley on
 

BASIS of PRICE?